Remote SaaS Support Engineer — E‑Commerce

Valsoft Corporation; Northern (KY); Hybrid; USD 65,000 - 75,000; Full time

Job summary

DemandBridge seeks a Software Support Specialist to be the primary contact for customer issues, guiding them from initial inquiry to resolution. You will collaborate with Product, Engineering, and Sales to address complex cases while thriving in a remote, fast-paced SaaS environment.

The role focuses on troubleshooting across storefronts and ERP systems, managing tickets, and maintaining knowledge bases to improve customer experiences.

Qualifications

• 1–3 years in customer support or client services.
• Strong written and verbal communication skills.
• Ability to explain technical information clearly and simply.
• Strong problem-solving skills with the ability to manage multiple open cases.
• Good judgment on when to investigate independently and when to escalate.

Responsibilities

• Respond to customer questions via email, phone, and chat.
• Troubleshoot storefront, order, template, digital asset, ERP, and account issues.
• Assist with account setup, configuration, and user access.
• Manage support tickets from initial contact through resolution.
• Maintain clear case notes and escalate issues when needed.
• Support questions on order, sourcing, inventory, procurement, and fulfillment.
• Identify recurring issues and share patterns with Product and Operations.
• Collaborate with Product, Engineering, and Sales to resolve complex cases.
• Maintain internal knowledge base and customer-facing documentation.

Skills

Customer support

Communication skills

Problem solving

Multitasking

Explain technical info clearly

Tools

SQL basics

AI tools

Ticketing platforms

Job description

DemandBridge seeks a Software Support Specialist to be the primary contact for customer issues, guiding them from initial inquiry to resolution. You will collaborate with Product, Engineering, and Sales to address complex cases while thriving in a remote, fast-paced SaaS environment.

The role focuses on troubleshooting across storefronts and ERP systems, managing tickets, and maintaining knowledge bases to improve customer experiences.